KWAZULU-NATAL INFORMATION

Renowned for its excellent sales services capabilities,KwaZulu-Natal has the vision of being a prosperous Province with a healthy, secure and skilled population, living in dignity and harmony, acting as a gateway to Africa and the World by 2035.

Macro Economic Overview

Major Cities and Population Areas Durban-Ethekwini 3,856,877 Ululndi-Zululand 932 329 Post Shepstone-Ugu 785,792 Pietermaritzburg-Msunduzi 708 496 Newcastle 405,404 Richards Bay 252,868	Population Demographics Provincial population: 11,074,783 Current male population: 5,287,732 Current female population: 5,787,051 Youth population aged 18 - 35: 3,535,645 Percentage of youth population: 31% Business language: English	Economic Indicators Provincial GDP in Rand: R692,222 Billion Provincial GDP in US$: $48.4 Billion SA GDP Contribution: 16% GDP Per Capita: R66,254 ($4,633) Economic Growth: 1.2% in 2018

Top GBS Services

KZN GBS Services

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BPO and Contact Centre Capabilities Front Office BPO Capabilities Sales & Conversion Services Lead Generation & Management Retentions, Cross-selling & Upselling Customer Churn & Winback Inbound/Outbound Voice Services Loyalty & Affinity Debt Recovery Next-Gen Digital Contact Centre Expertise Instant Messaging Social Media Web Chat Omnichannel Communications	Business Process Services Specialist Niche Domain Capabilities Finance & Accounting (F&A) IT Outsourcing (ITO) Logistics & Supply Chain Management Legal Services Knowledge Process Outsourcing (KPO) Back Office Processing Data Analytics Robotic Process Automation Capabilities Artificial Intelligence (AI) Expertise Vertical Industries Specialist Services Banking & Financial Services Healthcare & Medical Insurance Retail & eCommerce Technology Telecoms Travel and Tourism Utilities & Energy

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People and Skills

KZN People and Skills

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Current Youth Population: 3,535,645 Skills and Training Initiatives Agent-to-Agent Coaching Data Analytics Training Digital Skills Training Blended Learning Classroom Based Learning Contact Centre Training Compliance Training CX Training eLearning Leadership Coaching On-the-job Training Technical Training Workplace Readiness	KZN Domestic Services GBS Headcount: 13,574 KZN International GBS Headcount: 12,046

Channels and Technology

KZN Channels and Technology

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Automation and Technology Artificial Intelligence (AI) Biometrics Business-process-as-a-Service (BpaaS) Campaign Management Cloud Technology Contact-centre-as-a-Service (CcaaS)	Data Protection Applications Employee Collaboration Tools Gamification Internet of Things (IoT) Machine Learning Marketing Automation	Mobile Applications Quality Assurance Tools Robotic Process Automation (RPA) Social Engagement Tools Unified Communications Workforce Optimisation

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Customer Service Channels Agent/Voice Chat Bots Email Fax Instant Messaging	IVR Mobile Omnichannel Outbound Campaign Diallers Post	Predictive Routing Social Media SMS Website Web Chat

Value Proposition

KZN GBS Value Proposition Framework

KZN GBS Market Quantification Report

KZN Tier 2 and 3 Towns and Cities GBS Economy Survey and Strategy

Disclaimer:
The Content in this report and value proposition is still in draft format and may be changed without notice. As we conduct further stakeholder consultations, we may make alterations or deletions to the Content at any time.

kzn gbs framework

KWAZULU-NATAL INFORMATION

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